Interview With Paul Greenberg on Voice of the (Social) Customer, Keynote Speaker at 2009 CRM Evolution

Paul Greenberg is sometimes called the Godfather of CRM. Greenberg, author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, recently gave the keynote address at CRM magazine's annual CRM Evolution conference, and the sister magazine Speech Technology's annual SpeechTEK event. His speech, "Voice of the Customer," shed light on the "social revolution" occurring today and tapped into the major sea changes occurring in industry today. Greenberg made surprising predictions for the future of CRM, or CMR as some call it today.

In addition to being the author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century, Greenberg is President of The 56 Group, LLC, an enterprise applications consulting services firm.

Greenberg is considered one of CRM’s leading authorities on strategy and on the state of the market, and has been quoted in multiple national magazines and newspapers as a subject matter expert including the New York Times. His book, first published in January 2001 by McGraw-Hill, is now in its third edition (August 2004). CRM at the Speed of Light is currently in eight languages and been a runaway best seller and is used as a text in more than 60 universities across multiple continents. It was called "the number 1 CRM book" by SearchCRM.com in July 2002. The Asian edition of CIO Magazine named it one of the 12 most important books an Asian CEO will ever read. It has been called "the bible of the industry."

In this podcast, Greenberg sits down with Customer Management IQ’s Blake Landau and discusses his ideas on CRM, voice of the customer and the new social revolution.